Chatbots are the entire craze in the customer service industry. These AI-driven machines talk to customers and help them shop or seek redressal seamlessly. So human-like are these new chatbots and such is their power that every company wants one. However, as the use of these bots spike, a lot of fact and fiction get jumbled up, leading to various myths. Separating one from the other becomes essential not only to understand how chatbots work but also to integrate them within a business. So, let's get down to debunking chatbots myths.
Myth 1: Chatbots are threatening our jobs
Losing jobs is, by far, the most common worry looming over man since the onset of machine intelligence. First it was industrial machines, then computers, and now AI. With the speed at which they perform, they beat manual labour in all sectors of an industry: manufacturing, retail, customer service, HR management, and other back-end systems.
However, the fact is that AI-driven machines will lead to big thinking. This means that while these computers work on the tasks assigned to them, people are free to think and innovate better systems. A Gartner study predicts that by the end of 2020, AI would not only eliminate 1.8 million jobs but also give rise to 2.3 million new opportunities for people.
Myth 2: Chatbots are making mobile apps obsolete
This is the same worry we had when tablets when invented. The chatbots developed today are available on various platforms for the ease of the user. For example, Uber has a chatbot that can be accessed via Facebook or a messaging app like Telegram. Thus, a simple messaging app eliminates the need for the Uber mobile application. This has led people to think that individual mobile applications will become extinct with an increase in the use of chatbots through multiple platforms.
However, this is not true. Just like smartphones did not become obsolete when tablets were invented, chatbots will not bring about the extinction of mobile apps. The use of the mobile applications is widespread. While chatbot hosting platforms may be simple to use, whatever works best, regarding efficiency and response, between chatbots and the app will be used more. The fact that chatbots need a messenger app to communicate also defies this myth.
Myth 3: Chatbots are solely based on AI
It is commonly believed that chatbots are based strictly on the AI framework and work on algorithms categorized under the technology. This may be because these bots are termed 'intelligent,' considering the way they function.
However, not all chatbots are based on AI. Some of these bots are based on a rule-type framework for bots. They scan for pre-fed keywords or rules in the question posed to them and produce results accordingly, as opposed to the self-learning ones who have no such rules.
Myth 4: Chatbots are text-based only
Another widespread misconception about these bots is that they are all text-based. It might be due to a lot of text messaging-based bots that communicate with a user via text, but that is not the case with all chatbots.
Although bots are mainly text-based, organizations are coming together to build voice-enabled chatbots that employ natural language processing to assess a user's sentiments and tone to generate data accordingly. These chatbots are expected to be extensively used in customer services, mainly dealing with consumer complaints.
With advancements in technology, these bots are getting better equipped with artificial cognition and understanding of the natural human language. At such speed, we will see chatbots in every domain of the economy working alongside man. But, to ensure this, we must take care to verify and clear out any myths about these bots that might interfere with the assimilation of these machines in our systems.